ComplaintsforPentair Inc

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed new inground pool March of 2020. Had (3) Pentair Globrite ****** lites installed. Feb 2022 (2) of the 3 lites failed and filled with water. Pentair replaced them under warranty. talked to the technician about possible design issue due to the leakage. January 2023 the third lite failed. Pentair also came out to replace the light under warranty, as we had 3 year initial warranty from install. March 2024 one of the first 2 replaced went out again for the same exact issue. Pentair did say they are going to send me the part, but no labor as a one-time courtesy. They cannot also tell me when I am going to get the new part. These lights are $500 each to replace. what happens in another couple months when another one goes out, I have to start paying $500 a crack to replace them. They obviously have a serious design issue as multiple other people have filed complaints on BBB site regarding the same exact issue. I just want assurance from Pentair that until they correct the design issue and sends good product back to me that will last, the existing lights will continue to be replaced free of charge if they go out for the same issue. they fill up with water and short out.

  Business response

  04/09/2024

  Hi, Pentair was able to speak to the customer and give the customer additional information regarding the replacement. Globrite light are currently on back order and should be back in stock and order fulfilled soon. Customer is being sent all 3 lights as a onetime goodwill light replacement, these lights do not carry a warranty. 

   

  Thank you, 

  Pentair Resolution Case Managers 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pentair ScreenLogic system few month back thru a pool company still not working even after asking the pool companys owner several times to come and fix it, I no longer know what to do, the individual lives across the street from me still no result, this is not the first time, he claims that he is a pentsor certified, I cannot get hold of a live person at pentair, maybe somebody can call me on my cell ************ or send a qualified person to get this working.

  Business response

  03/18/2024

  Customer called into **********************'s tech support and a phone agent was able to fix the issue. Customer said the system is working. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Timeline:7/1/2021 - New Pentair Mastertemp 400 purchased and installed by dealer.1/27/2022 - Heater can't be turned off.2/11/2022 - Dealer replaced control panel (2nd panel used, counting the original).4/16/2022 - Heater not working.4/18/2022 - Dealer said they'd send someone to replace control panel again.9/19/2022 - Dealer finally replaced the control panel (3rd one) after multiple emails & filing a BBB complaint to get them to respond.9/2023 - Heater malfunctioning again - won't stay on.10/19/2023 - Dealer replaced control panel (4th control panel on the heater). Heater seems to work properly.11/10/2023 - Heater won't stay on - dealer said they'd order another panel. By this time, I suspect the heater is defective, since it's unlikely that every single control panel used has been defective.12/21/2023 - Asked dealer why no one has come to fix the heater.12/26/2023 - Dealer said "Pentair warranty claim was denied."January 2024 - I called Pentair customer service & explained this situation. They told me that the warranty is for 2 years, and it's now out of warranty - so they won't do anything. Absurd.The heater has NEVER worked properly for any notable length of time, and during the warranty period, I've used FOUR control panels.... all of which stopped working. How can a part installed in October suddenly be "out of warranty" when it stops working after 3 weeks?It's clear that the heater was defective from the start, since it's highly unlikely that Pentair has such quality issues that they can't manufacture a control panel properly.Pentair's Code of Business Conduct and Ethics states, in part, that they "manage Pentair according to the highest business, ethical, moral and civic standards as a public company" and "operate in a manner that earns the respect of our .... customers...".To be ethical and earn customer respect, I'm asking that they replace the obviously defective heater (not the control panel) with a heater that works properly.

  Business response

  03/13/2024

  Good morning, I spoke with the customer, and we were able to work out a resolution. Pentair is going to send a service station out to diagnose and repair the heater and the customer and I will be in contact directly going forward. 

  Business response

  03/13/2024

  Good morning, I spoke with the customer and we were able to work out a resolution. Pentair is going to send a service station out to diagnose and repair the heater and the customer and I will be in contact directly going forward. 

  Customer response

  03/17/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate Pentair's contact and willingness to work together to resolve this issue to my satisfaction.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sept 9th I purchased a Pentair heat pump ultra from a certified Pentair dealer ****************. As part of the purchase there was a rebate available of $200.00 to help defray some of the costs of the heater. I filed the necessary paperwork they required for the rebate. On October 16th I received an email from Pentair confirming I qualified for the rebate. The email stated I would receive the rebate in 6-8 weeks. At this time *** received no rebate. Ive emailed Pentair repeatedly and they said I need to contact a third party who handles their rebates. *** reached out to them and gave them the info from Pentair. Have no response from them either.

  Business response

  01/30/2024

  Hello, 

  We apologize about the Consumer's frustration here. I have reached out to the rebate department, and they have put a rush on the rebate. As soon as we have a tracking number we will be reaching out to the Consumer to provide that information. The Consumer should reference case TS03533597. 

  Thank you, 

  Pentair ***************** Pool 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Pentair Master Temp Pool Heater through an authorized dealer. Installed by an authorized installer. The heater carries a 2 year warranty. The heater failed within 12 months. It was repaired through warranty by Pentair. In the proceeding 6 months, it failed two more times. The heater was repaired. Pentair covered the cost of the parts, but has refused to pay the labor for the repair despite the heater being a lemon, that is still covered under the original manufactures warranty. I have submitted the invoices to Pentair. The defective heater was nearly $3,500. A new product should not fail in the warranty period. Nor should a manufacturer refuse to stand behind the products that are under warranty.

  Business response

  01/23/2024

  Hello, 

  We apologize about the consumers frustration here. We have emailed the ******************* on how to register the product, once warranty is determined we will send parts as a goodwill. The company that repaired the heater is not an authorized warranty service team therefore we cannot provide reimbursement.

   

  Thank you, 

  Pentair ***************** Pool

   

• Initial Complaint

  12/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Pool pump unit has had the same issue and has occurred 3 times in and just out of warranty. Also our pentair heater goes on randomly when it is set to off and has resulted in numerous high bills.

  Business response

  01/18/2024

  Hello, 

  We apologize about the consumer's frustration here. This is a five-year-old pump that is now out of warranty. I have attached our warranty policy below. We cannot give any more parts on this product as it has been repaired three times already. Again, we apologize about the consumer's frustration. 

  ***********************************************

  Thank you, 

  Customer Service- Pool 

   

   

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a well tank around 4 years ago. It is broken and needs to be replaced. Whenever it turns on it makes a constant clicking noise and the gage keeps going on and off non stop. We had a company come down to see the issue and they said the bladder in the tank is ruptured and the only way to fix it is to replace it. We have been calling and emailing the company to have it replaced under the warranty. They responded that it should be covered under the warranty but it has not *** replaced yet. There was first some miscommunication when they spoke to my wife and she thought it was a issue that it was leaking so they sent someone down who said its not leaking. When we explained to them the real issue they refused to look at the problem since they said they were only told abut a leak. We emailed and called them again but they have not responded. We emailed ***** and ******************* at Pentair but no response. We are looking to get it covered and replaced under the warranty since we purchased it less than 5 yearsa ago as evidenced by the receipt we emailed to pentair.Thank you

  Business response

  12/05/2023

  The customers installer, ************, reports that they performed a no-charge house call based upon a report of leaking by the customer. ************ determined there was no leaking and advised the customer accordingly.The customer then reported clicking from the tank to ************. ************ determined that the slight clicking noise was not from the tank but from an external pressure switcha normal condition. ************ confirmed that the tank was in good working condition and does not need to be replaced. 

  Customer response

  12/05/2023

   I am rejecting this response because:
  Thank you for responding but unfortunately that is incorrect. The clicking noise we confirmed with a independent company is actually from the tank and it needs to be replaced. I would request that you come down yourself or send a different company to check it out as ************ is upset at us as i told you because we do not use them for regular service. I'm more than happy to discuss it or send pictures or videos showing this as true. We actually had two separate companies come down and say the same thing. I can give you their numbers if you want to speak to them directly. I am not looking for anything other than what is right and if we cant reconcile here we will have to take further action. please feel free to call me on y cell at ************ any day after 1 pm eastern time. .
  
  

  Business response

  12/13/2023

  To make this issue right, the distributor has offered to provide a replacement tank at no charge to a dealer who is working with the end user on this issue. The tank will be a stand-alone credit, and the installation/labor, or any related costs will be quoted to the customer. 

  Customer response

  12/13/2023

   I am rejecting this response because: I did not receive a email or call with details on getting a new tank. Please call or email me so I ca give yo my new dealer info so we can close out this issue. 
  
  
  

  Business response

  01/05/2024

  Complaint ******** was closed as unresolved, but has since been resolved. There was a delay in communication due to the holidays and the time that it took to schedule the fix. The timeline is as follows.

   

  • 11/20/23 Customer contacted ********************** directly to advise of the problem. Pentair advised them that per warranty terms they are to contact the company who provided the tank/installation, or their point of purchase. The warranty for this tank clearly states: Your only remedy, and PENTAIRs only duty, is that Pentair repair or replace defective products (at PENTAIRs choice). You must pay all labor and shipping charges associated with this warranty and must request warranty service through the installing dealer as soon as a problem is discovered. At this time the customer said that they attempted to reach the installation company but that they were no longer in business. Pentair was told the installation was completed by ************.
  • 11/20/23 Pentair successfully contacted ************ to discuss the issue. ************ advised that they had already been contacted by this customer and provided them a no charge visit and inspection and found that the tank was not leaking.
  • Between 11/20/20 & 12/5/23 the customer contacted ********************* who conducted a visit and inspection for a fee.
  • 12/5/23 Pentair spoke with *** from **** **** drilling. *** advised that he provided the customer with a visit and inspection for a fee. After the inspection *** confirmed to the customer that the tank was not leaking, but they did determine that the tanks bladder had failed. At this time, Pentair advised *** that Pentair would warrant the tank and provide credit to Teds Pentair distributor upon submittal.
  • 12/10/23 - *** advised that he provided the customer with a quote for the work an appropriate credit for the tank portion.
  • 12/15/23 - *** advised that his office had attempted to reach the customer to schedule the work but had not heard back.
  • 12/26/23 - *** advised that he connected with the customer and work was scheduled for the next day, 12/27/23.
  • 12/27/23 - *** advised that the work was completed, the system was operating, the *** tank was credited, and the customer was satisfied.
  • 01/03/24 *** confirmed all-is-well and that the customer seems satisfied.

   

  If you have any further questions, comments, or concerns please let me know. Have a nice weekend.

   

  Thank you,

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My pool is 2 years old and have had soooooo many replacement parts on all the equipment from Pentair. New filter, 3 salt generators, 1 pool bubbler light and countless others. I'm so sick of garbage products for what this stuff cost. I have had a problem with my pool lights from day one. The system they put in is absolutely ridiculous on top of it. Click a little remote on and off 14 times through various cycles. Give me a break. My pool lights have barely been used in the 2 years because of a ridiculous concept anyway. 3 months after it was in the pool bubbler lights went out. That's not even a year old right now and 1 of the colors is out. Then the other 2 lights I told the guy they like flash and spin in different colors and when you turn them off they Blink and don't completely shut off for a second and I was worried of safety for my grandchildren getting electrocuted. It was pentairs repair place they sent. He said oh they are fine because of the various modes. I said noway thats weird. Now a year later as we have not used the lights we turn them on and work for a minute then spin. Just like I told the guy when he replaced the bubbler light under warranty. So I looked up the replacement costs and they are like 500 a piece. Are you kidding me??? It says these lights should last 10 years. I'm totally ******. I got a bad batch from the get go and they know that. I'm so tired of garbage equipment. I have neighbors they have had there lights for 10 plus years and I have used mine maybe 5 times. I want FULL replacements of these and pentair GLOBRITE LED lights ALL 3.and install them. Maybe if the first time the guy told me the truth and said they weren't fine under the warranty I wouldn't be in this situation.

  Business response

  12/12/2023

  We apologize for the customers frustration. The customer has been contacted and work order WO-******** has been created to resolve this issue. 

  Thank you,
  Pentair- Pool Customer Service
  

  Customer response

  12/13/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The lights are on backorder so they said they will be here in January .

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought their top heater and it continually is broke. It is less than a year old. The gas heart exchange is not working. And needs replacement. We submitted for warranty. They sent the warranty servicer the wrong part now they tell us the part is on back order and they cannot tell us when to expect it (days, monthswho knows) we requested they then replace the entire heater. They originally denied that without telling us. We have asked for that again. They several times have said they will call me back and they never do. Now we are going into Thanksgiving and they are causing me to deal with lots of complaints from people that have traveled expecting to use the heated pool/spa and Im having to pay them money for their inconvenience.

  Business response

  12/05/2023

  Hello,
  We apologize for the consumers frustration here. Looking into the consumers account it shows that we have issued a new work order (WO-01652006) to resolve the issue with their heater. Our warranty team has been in contact with the consumer and is working to resolve this issue as soon as possible. please reach out to ************************************** if further assistance is needed.

   

  Thank you,
  Pentair- Pool Customer Service

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi,This is in reference to case number TS03117174. This warranty parts request was submitted on July 12,2023. At this time, I cannot even get someone at Pentair to give me a date of when they will know something on the replacement part. All I am getting is that I am on a "Priority" list. But at this time, I cannot get anyone to even give me an estimate on when it might show up. This pump worked for 10 minutes. 10 whole minutes. And it has now been 4 months and all I get is the same answer that they do not know anything, all the way to the supervisor, on anything other then I am on a "Priority" list. Heck, they quit responding to my monthly check in email last month. The last time I heard from Pentair was on Sept. 6. And this was after a supervisor told me they would send updates to me at least every two weeks. Please. When will the part ship. We are at 4 months and no one at Pentair will give me any idea on when the replacement part will arrive.Thanks!*************************** Contact info including phone number is in the case submission TS03117174

  Business response

  11/09/2023

  Hello, 

  We apologize about the consumer's frustration here on the delay of their product. This product has been on back order. I have contacted product management and was told it should be getting shipped in the next two weeks but did put a rush on shipping. Our ***************** Manager has called the consumer and left a message communicating this information. As soon as Pentair has a tracking number it will be communicated to the consumer. 

  Thank you, 

  Pentair ********************** Team

  Customer response

  11/14/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I will await the promised delivery of the warranty part within the next 2 weeks.  If the product fails to arrive, I will reach back out to BBB.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩